Is Your CX Transactional or Experiential?

The short article below cuts through the noise on the importance of creating meaningful customer experiences. Our goal should be to make sure our customers’ experiences are memorable and positive, not merely transactional. If they pay money to receive a good or service and have no emotional connection to it, we can easily be replaced by a competitor. The author also recommends ditching loyalty cards and offering experiential rewards to build that emotional connection and keep the competition away.